VidMob is the world’s leading platform for Intelligent Creative that provides an end-to-end solution to help brands improve their marketing results by unifying creative and data.
We’re looking for a Customer Support Specialist to help build our technical customer support team. As a Customer Support Specialist, you are responsible for being a key contributor in building VidMob’s support function and providing day-to-day support to VidMob’s users. You have experience building effective cross-functional relationships with client management, product & engineering, and ensuring the customer is at the center of everything we do. You love helping others, have limitless curiosity, and have a knack for troubleshooting to resolve customer queries.
Develop a deep familiarity with VidMob’s offerings in order to provide excellent customer service;
Bring experience and expertise from previous support roles, especially at SaaS or tech companies, in order to be a primary contributor to building VidMob’s customer support systems and team;
Bringing experience from an advertising or marketing technology company a plus;
Be the first point of contact for customer support tickets, which means investigating, resolving, triaging and escalating as needed;
Ability to take a consultative approach when working with clients;
Work with VidMob customer education team to ensure questions from clients are informing customer education content;
Help identify customer education topics and be a stakeholder in building content;
Ensure success by having an unwavering commitment to successful customer service;
Commit to contributing to an environment of collaboration, integrity, and passion;
Be a voice and advocate for our customers by having a close link with the product team to identify areas for action and improvement;
Have an outstanding ability to translate technical information to a non-technical audience;
Have the unique ability to troubleshoot issues from many perspectives;
Be able to prove outstanding attention to detail;
Have a passion for data tracking, reporting, and making informed decisions on process optimizations and product initiatives;
Ensure customer support SLAs are tracked, met, and processes are optimized accordingly;
Be a positive contributor to the VidMob community and culture: participating in our commitment to giving back through VidMob Gives, positively problem-solving and collaborating to build a better company, and upholding the belief that our diverse human capital is our most precious asset.